Customer Success Manager

Summary

Join Dailymotion as a Customer Success Manager and provide structured onboarding, guidance, and support to Dailymotion Pro customers. You will foster strong relationships, map out customer objectives, audit platform usage, and create action plans to meet client needs. Coordinate various teams and resources to manage onboarding steps and address customer requirements. Responsibilities include leading onboarding sessions, reassuring and supporting customers, limiting churn, understanding technical aspects of the platform, managing multiple onboarding processes, monitoring usage, identifying challenges, and providing solutions. You will also gather customer feedback to improve processes and product usability. The role requires fluency in English and French, customer-focused skills, technical understanding, efficiency, proactive and curious nature, problem-solving abilities, teamwork, organization, and project management skills.

Requirements

• You’re fluent in both English and French, confident in both written and spoken communication
• You know how to onboard, reassure, and guide customers in a structured and engaging way
• You can grasp technical concepts and explain them clearly to non-technical users
• You constantly seek new ideas and workflows to streamline your tasks, allowing you to focus on high-impact priorities
• You ask the right questions, dig deeper, and anticipate customer needs and challenges before they arise
• You remain calm and resourceful, always looking for solutions
• You work well with different teams (technical, sales, support) and align efforts to ensure a great customer experience
• You have solid project management skills and can handle multiple customers at different stages of onboarding

Responsibilities

• Lead structured onboarding sessions, ensuring customers understand how to use our platform effectively
• Reassure and support new customers, ensuring they feel valued and have a clear point of contact
• Limit churn by identifying customers at risk and implementing corrective actions
• Understand the technical aspects of our platform to guide customers effectively, escalating issues when needed
• Manage multiple customer onboarding processes simultaneously, collaborating with technical, sales, and support teams
• Monitor usage, proactively identify challenges, and provide solutions to optimize their experience
• Gather customer feedback and collaborate with internal teams to improve documentation, onboarding processes, and product usability

Benefits

• Saving Plan Canal +
• Paternity leave or Coparental leave extended
• Living Employee Culture (Events/Trainings/Parties/All hands,…)
• Career development support (training/internal mobility/compensation cycle/360 feedback review …)
• High-end Health Insurance and Personal Services Vouchers (CESU)
• Paid Time off – RTT and Saving time plan (CET)
• Meal Vouchers – Public Transport and Bike refund
• European Economic and Social Committee (sport membership/cinemas vouchers/gift vouchers/discount)
• Fitness Subscription thanks to our partnership with Gymlib
• Hybrid Work Framework (4 types of remote work, depending especially on the needs of your position) : Full office/Flex office (1 to 2 days remote)/Flex remote (1 to 2 days at the office)/Full remote, ability to work 3 months abroad)